Experience Matters

Think of it as a paradox of managed services today: the more MSPs prosper in aggregate, the harder it is for them to prosper alone.

That they are prospering in aggregate is undeniable. Per , over 340,000 channel partners globally will collect more than half a trillion dollars of managed services revenue this year. That카지노 게임 사이트 great news for MSPs collectively, but poses a strategic dilemma for them individually: how do you stand out in a crowd of competitors 340,000 thick?

Monitoring networks, managing endpoints, and reselling cloud apps are clearly not the answer, because all three services are thoroughly commoditized. So what might work better? ? Going ? Being a ? Simply being what IT providers do in an age of self-serve hardware provisioning and product-led growth?

Yes, yes, yes, and yes. But I카지노 사이트 킹덤�ve grown increasingly convinced in recent years that wrapping the same services as everyone else in a superior customer experience could be an easier and equally effective answer.

Note that we카지노 사이트 킹덤�re talking customer experience here, not customer service. Customer service is a measure of how well or promptly you assist clients. Customer experience is how every stage of a client카지노 게임 사이트 journey with your company카지노 사이트 킹덤�from their first visit to your website, to the sales process, onboarding, technical support, renewals, and beyond카지노 사이트 킹덤�leaves them feeling about you.

카지노 사이트 킹덤�It카지노 게임 사이트 every aspect of the relationship,카지노 사이트 킹덤� says MSP consultant Don Crawley (pictured), author of .

And he really does mean every aspect. Tacky office décor could leave you swimming in the wake of competitors. 카지노 사이트 킹덤�That seems absurd, but it might be something as simple as that,카지노 사이트 킹덤� Crawley notes.

Sound superficial? Get used to it. 카지노 사이트 킹덤�We are a very superficial society in a lot of ways,카지노 사이트 킹덤� Crawley says. 카지노 사이트 킹덤�We look at appearances, and that카지노 게임 사이트 why it카지노 게임 사이트 really, really important to make certain that every aspect of the customer experience gives off an air of professionalism.카지노 사이트 킹덤�

Now more than ever, perhaps. Just under three-fourths of customers are apt to take their 카지노 사이트. elsewhere after poor experiences, according to , and 46% are likely to dump you after just one or two bad encounters. Customer experience leaders, meanwhile, are 37% better at new logo acquisition and 22% better at customer retention, .

Oh, and their EBITDA is 13% higher on average too.

MSPs in particular need to pay extra attention to CX these days, moreover, now that most of the decision-makers they interact with work outside IT, according to George Humphrey, distinguished vice president and managing director of offering and delivery research and advisory at the Technology & 카지노 사이트 Industry Association (카지노 사이트).

카지노 사이트 킹덤�We카지노 사이트 킹덤�ve seen it flip from three out of three decision makers were IT organizations to now two out of three are 카지노 사이트. buyers,카지노 사이트 킹덤� he says, noting that 카지노 사이트. buyers are less likely to judge you by the technical stuff than by more or less everything else.

Ultimately, however, everyone with customers should be thinking hard about experience right now. Including vendors. Including me. Including Crawley.

카지노 사이트 킹덤�It카지노 게임 사이트 not just MSPs,카지노 사이트 킹덤� he says. 카지노 사이트 킹덤�It카지노 게임 사이트 all 카지노 사이트.es. Even my 카지노 사이트..카지노 사이트 킹덤�

So what next?

That카지노 게임 사이트 the why-to of taking CX seriously. Here are five suggestions from Crawley and Humphrey on tackling the how-to:

1. Appoint a secret shopper. Or better yet, be the secret shopper. 카지노 사이트 킹덤�Start by being your customer,카지노 사이트 킹덤� Crawley says. 카지노 사이트 킹덤�Go to the very first step of that customer experience, walk through it yourself, and see what카지노 게임 사이트 happening.카지노 사이트 킹덤� Does someone answer the phone when you call? How long does it take a salesperson to respond after you request a quote on your website? Any interaction less than impressive is a candidate for improvement.

2. Meet your clients where they are on communication. Sure, you like speaking by phone, but what if your millennial-aged customers are more into Slack? 카지노 사이트 킹덤�Those of us who are of a certain age need to be aware of the fact that our chosen method of communication may not work with people of a different age and vice versa,카지노 사이트 킹덤� Crawley observes.

Indeed, most of the digital-first buyers who increasingly dominate the IT market don카지노 사이트 킹덤�t want to speak with you at all, . 카지노 사이트 킹덤�75% of them would rather not talk to a human, ever,카지노 사이트 킹덤� he says. 카지노 사이트 킹덤�They카지노 사이트 킹덤�ll make a million-dollar software purchase, they카지노 사이트 킹덤�ll buy a car without ever talking to a human in real life.카지노 사이트 킹덤� CX leaders accept that preference rather than fight it.

3. Leverage AI, cautiously. As most vendors , generative AI can make technicians significantly more productive. Used properly though, Humphrey notes, it can also make clients happier. 카지노 사이트 킹덤�We can create chatbots that are actually delivering on the promise of a chatbot that will have intelligent conversations to get the right information to the right customer at the right time,카지노 사이트 킹덤� he says. 카지노 사이트 킹덤�Our sales teams can use it to make sure that we카지노 사이트 킹덤�re proposing the right solution to the right segmented customer.카지노 사이트 킹덤�

That said, Crawley suspects that as AI-powered experiences become more common, even customers who don카지노 사이트 킹덤�t relish human contact will appreciate the occasional reminder that they카지노 사이트 킹덤�re doing 카지노 사이트. with people rather than machines. 카지노 사이트 킹덤�The ability to serve and to collaborate and to have great relationships is going to become even more important,카지노 사이트 킹덤� he says.

4. Emphasize onboarding. Only have time to invest in one dimension of customer experience? Focus on onboarding, Humphrey advises. 카지노 사이트 킹덤�Typically, within the first 90 days is when we see the customers decide whether or not they want to continue staying married to this MSP,카지노 사이트 킹덤� he says.

5. Ask. Net promoter score and CSAT surveys are useful, according to Crawley, but imperfect. 카지노 사이트 킹덤�In my experience, people will go for the easy answer,카지노 사이트 킹덤� he says, rather than share an honest one. Ultimately, there카지노 게임 사이트 no substitute for simply asking your clients how your customer experience measures up.

카지노 사이트 킹덤�That, I think, is where you start to get the truth about how well you카지노 사이트 킹덤�re doing compared to your competitors,카지노 사이트 킹덤� Crawley says.

Liongard goes back to the future on attack surface management

We live in happy times for anyone who likes having lots of attack surface to target. To take one of many possible illustrations, the average SMB was using 253 cloud apps as of last year, .

Conversely, however, it카지노 게임 사이트 a tough time to be responsible for defending all that attack surface. So why does IDC카지노 게임 사이트 latest forecast for the attack surface management market, published this week, project -0.2% growth through 2028, down from this year카지노 게임 사이트 $574 million?

Because, the analyst says, ASM is set to become a mandatory, built-in feature of vulnerability management systems and other security solutions. In other words, the need for ASM as a security function has grown so vast that demand for it as a stand-alone product is actually shrinking. MSPs and IT departments increasingly want it everywhere all the time, not off in its own silo.

That카지노 게임 사이트 an encouraging trend for self-described 카지노 사이트 킹덤�configuration change detection and response카지노 사이트 킹덤� vendor Liongard. ASM, it seems, is barreling toward exactly where the company began when CTO Joe Alapat and CMO Vincent Tran co-founded it in 2015.

카지노 사이트 킹덤�That was their vision,카지노 사이트 킹덤� says Michelle Accardi (pictured), who became the vendor카지노 게임 사이트 CEO last April. 카지노 사이트 킹덤�The words 카지노 사이트 킹덤�attack surface management카지노 사이트 킹덤� weren카지노 사이트 킹덤�t in existence, but they saw this as a necessity카지노 사이트 킹덤�to understand what카지노 게임 사이트 in [an environment] from an IT asset discovery perspective, what카지노 게임 사이트 the surface area that you need to protect, and then what카지노 게임 사이트 changing in that surface area that카지노 게임 사이트 creating risk and vulnerability.카지노 사이트 킹덤�

I met Alapat and Tran for the first time , where I watched visitors to their expo hall booth fall hard for something else the system proved good at, helping MSPs reconcile billing on SaaS subscriptions by tracking which applications their customers were running and how many seats were in use.

카지노 사이트 킹덤�That sort of took us off the original course,카지노 사이트 킹덤� explains Accardi, who카지노 게임 사이트 been steering the company back to where it started since last summer, when Liongard began repositioning its solution as a 카지노 사이트 킹덤�left of boom카지노 사이트 킹덤� platform that mitigates risk before hackers strike by mapping and monitoring a 카지노 사이트.카지노 게임 사이트 attack surface.

카지노 사이트 킹덤�If you don카지노 사이트 킹덤�t know what assets and users you카지노 사이트 킹덤�re covering, if you don카지노 사이트 킹덤�t know their current configuration state and where there카지노 게임 사이트 drift, how can you ever have good security?카지노 사이트 킹덤� Accardi asks. 카지노 사이트 킹덤�It really is the cornerstone, and I think MSPs are waking up to that.카지노 사이트 킹덤�

Next steps in Liongard카지노 게임 사이트 return to its ASM roots include rolling out a series of attack surface management dashboards. The first, a cyber risk dashboard aligned to cyber insurance controls, arrived last November. MSPs who wish to, Accardi notes, can expose it to their clients.

카지노 사이트 킹덤�Now you카지노 사이트 킹덤�re able to prove your value and actually monetize attack surface management to your customer,카지노 사이트 킹덤� she says. 카지노 사이트 킹덤�It카지노 게임 사이트 pretty powerful.카지노 사이트 킹덤�

카지노 사이트 킹덤�